Australia Model Code of Practice: Managing Psychosocial Hazards at Work B4: Appendix B: Train workers and managers and give information on harmful behaviours

Information and training controls: improve role clarity with well-defined roles and expectations; give adequate resources and training; explain the standards of behaviour expected, including on social media and other technologies; train workers to deal with difficult customers, in conflict resolution and de-escalation, when and how to escalate to managers, and incident reporting; train managers and supervisors in difficult customers and conflict resolution when matters are escalated; plan handover and information exchange with workers, other agencies, carers and service providers; understand client condition, triggers and behaviour management plans; make sure workers know how to make a report, their right to representation and the support, protection and advice available; make clear that victimisation of people who report will not be tolerated; and train key workers such as contact persons to receive reports and give support and advice.